Warner Bros. Discovery

CX Writer

Warner Bros. Discovery

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York, Washington • 🇺🇸 United States

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Salary

💰 $64,400 - $119,600 per year

Job Level

Mid-LevelSenior

About the role

  • Research and write content that enhances the WBD customer experience across our communication channels: chat, phone, digital assistant, our help centers, and primarily focus on social media, email, and digital assistant.
  • Support and author primary inputs for generative AI solutions.
  • Craft content that balances customer needs and incorporates gen AI / LLM best practices.
  • Collaborate with a focused and fast-paced team to craft support content that answers common customer questions and solves customer problems.
  • Write and edit content to support global expansions, new devices, software updates, promotions, partnerships, shows/movies, and more.
  • Partner with our Customer Experience pillars (Learning and Development, Launch Readiness, Data & Insights, Operations, Tools and Technology) to understand common support issues and address them in our social content.
  • Leverage multiple data sources to provide data-driven analysis and support recommendations, with a commitment to continuously improve the customer experience.
  • Iterate, test, and optimize content to help uncover the most successful approaches.
  • Adapt CX style guide to updated tone of voice guidance, according to business needs.

Requirements

  • Bachelor's degree in Communications, English, Journalism, or related field
  • 3-5 years of experience writing online help content for a consumer product (ideally, software)
  • 3-5 years of experience copywriting for consumer products or publications
  • Customer support experience
  • Experience in conversational design and generative AI content creation
  • Excellent collaborative and communication skills (written and oral)
  • Able to translate information into clear and easy-to-understand steps
  • A self-starter and creative problem solver, with the ability to write content quickly
  • Highly organized and detail oriented; able to balance multiple projects in a fast-paced, deadline-driven environment
  • Proficient using quantitative data and qualitative feedback to identify opportunities and inform recommendations
  • Able to work autonomously with direction and mentorship
  • Possess an empathetic, customer-first point of view
  • Flexible and quick-to-pivot when business needs change
  • Fluency with broad range of CX technologies and tooling used to write, optimize, and publish support content
Benefits
  • health insurance coverage
  • an employee wellness program
  • life and disability insurance
  • retirement savings plan
  • paid holidays and sick time
  • paid vacation

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
content writingcopywritingconversational designgenerative AIdata analysiscontent optimizationcustomer supportproblem solvingproject managementtone of voice adaptation
Soft skills
collaborationcommunicationorganizationcreativityempathyself-starterdetail orientationflexibilityautonomyadaptability
Certifications
Bachelor's degree in CommunicationsBachelor's degree in EnglishBachelor's degree in Journalism